Autoresponders: sent blank to some users

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    garciablancos
    Asked on April 07, 2017 at 05:41 AM

    We have prepared an autoresponse email to be sent to the contact email of form answerers (attendees to an event), which appart from deafult confirmation data, includes a text with instructions to attend the event and some of the form answerers are receiving the autoresponse email in blank with NO TEXT.

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    Kiran
    Answered on April 07, 2017 at 06:28 AM

    I have cloned your JotForm to my account and sent a test submission. I see that the auto-reponder sent normally with the data without any issue at my end.

    Could you check the email history log of your account to see if the auto-responder was sent blank to the users? Please refer to the guide below that can help you to check the email history log.

    https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History 

    Please check and let us know if the emails are being displayed blank in the email history as well. You may also check with the users if they are checking the email in any email client like Outlook or using browser based email. 

    Please get back to us if you need any further assistance. We will be happy to help. 

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    garciablancos
    Answered on April 07, 2017 at 07:01 AM

    Hi, Kiran, thanks for your reply.

    Yes, it is also strange to me because i run also the test and it went well.

    I have checked our sent email log as you suggest:

    and I can see examples of both: emails sent correctly

    BUT ALSO EMAILS SENT IN BLANK:

     

    And I dont see the pattern. I did not touch the form untill yesterday when some of the attendes to our event warned us that they were lacking the instructions.

    I see that the last emails sent are correct. I hope it goes well now and that it was only a failure from yesterday or the day before.

    Please advise if there is anything else we can do to avoid further problems.

    Thnak you in advance

    Best Regards

    Santi.

    sgarcia@contralameningitis.org

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    garciablancos
    Answered on April 07, 2017 at 08:24 AM

    Dear Kiran, IT IS FAILING AGAIN, in the last emails sent late this morning... :(

    The failure is completely RAMDOM (this morning it worked well with some emails... Please could you check what could be possibly wrong? 

    This failure creates a certain mess with our attendees as they don´t receive the instructions to attend the event... and we must send them personally an email afterwards...

    Thank you

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    candy
    Answered on April 07, 2017 at 10:24 AM

    Dear Santi,

    We're sorry for the inconveniences you have.

    I have tested your form by fulfilling it. I received the autoresponder successfully, without any problem.

    However, I have checked your account history and email logs. I have seen that some of the emails have been sent as totally blank as seen below:

    I have forwarded this issue to our software development team in order to investigate it further.

    We are going to inform you as soon as the issue will be fixed.

    Thank you for reporting us.

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    garciablancos
    Answered on April 07, 2017 at 10:37 AM

    Thank you, Candy. The problem is specially annoying because it seems to happen ramdomly. It sends 2 responses Ok, and then 2 or 3 in blank... and again 2-3 ok... weird.

    Some of the event attendees receiving the blank emails are writing us and we send them a personal email with the instructions... but we don´t know if all blank-mail-receivers have written to us... :(

    Looking forward to hearing form your software department.

    Best Regards. Santi.

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    Kiran
    Answered on April 07, 2017 at 11:47 AM

    Thank you for the additional information. I see that the issue is already forwarded to our backend team. Once we have any information in this regard, you'll be posted here.

    Thank you! 

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    garciablancos
    Answered on April 10, 2017 at 10:35 AM

    The issue keeps going on... autoresponse mail of today...

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    Kiran
    Answered on April 10, 2017 at 11:21 AM

    Thank you for letting us know. Your message has been reached by our backend team and the issue is currently being investigated. Unfortunately, there is no update yet on this issue. Rest assured, we'll update you once we have any news in this regard.

    Thank you for your patience and understanding.